【摘要】：隨著我國經(jīng)濟的快速發(fā)展，主題公園這種現(xiàn)代化旅游目的地在全國范圍內(nèi)迅速發(fā)展。近幾年，各主題公園旅游人次的急劇上升，也加劇了園區(qū)游客排隊等待的現(xiàn)象，因此而引發(fā)的投訴和意外事故也時有發(fā)生，，這一系列的問題在學(xué)界及業(yè)界都未能很好解決。如何緩解游客排隊問題，對主題公園提高服務(wù)質(zhì)量和經(jīng)濟效益具有重要意義。 本文以株洲方特歡樂世界為例，結(jié)合服務(wù)供需理論、排隊論、游客行為和心理理論來分析園區(qū)購票處排隊通道優(yōu)化和園內(nèi)游客流引導(dǎo)問題。首先通過調(diào)查問卷掌握園區(qū)排隊問題的現(xiàn)狀，分析其問題產(chǎn)生的原因，并對其排隊問題所產(chǎn)生的經(jīng)濟現(xiàn)象進行經(jīng)濟分析，為優(yōu)化方案的設(shè)計提供良好基礎(chǔ)。其次，通過調(diào)查問卷得出最需要優(yōu)化的兩個問題（即購票排隊系統(tǒng)和園區(qū)內(nèi)部游客流控制系統(tǒng)），分別對其進行優(yōu)化。購票排隊系統(tǒng)的優(yōu)化是根據(jù)2012年兩個不同時期的觀測數(shù)據(jù)，建立相關(guān)的排隊模型，進行定量分析。排隊優(yōu)化應(yīng)首先從隊列著手，分析由游客需求所造成的高峰期和非高峰期的系統(tǒng)狀況，對其進行經(jīng)濟優(yōu)化，從優(yōu)化結(jié)果得出園區(qū)購票窗口設(shè)置、人力資源管理等方面還需要進行改善，并從游客、員工和園區(qū)三個方面提出相關(guān)優(yōu)化對策。同時，還需對園區(qū)內(nèi)部的排隊系統(tǒng)進行改善，在旺季采用拓寬購票渠道、合理安排項目開放時間、引進QuickPass系統(tǒng)等方面來分流游客，在淡季采用創(chuàng)新宣傳、合理安排項目開放時間等方面引流游客，既能提高游客滿意度，也在一定程度上降低園區(qū)運營成本，從而改善園區(qū)排隊服務(wù)質(zhì)量，提高園區(qū)經(jīng)濟效益，實現(xiàn)園區(qū)可持續(xù)發(fā)展。
[Abstract]:With the rapid development of China's economy, the theme park, a modern tourist destination, is developing rapidly throughout the country. In recent years, the number of tourists traveling in the theme parks has risen sharply, and the phenomenon of tourists waiting in line has been aggravated. As a result, complaints and accidents have occurred from time to time. These problems have not been solved very well in academic circles and in the industry. How to alleviate the problem of tourists queuing is of great significance to improve the service quality and economic benefit of the theme park. This paper takes Zhuzhou Fangte Happy World as an example, combines the theory of service supply and demand, queuing theory, tourist behavior and psychological theory to analyze the optimization of queuing channel and the guide of tourist flow in the park. Firstly, the present situation of the queuing problem in the park is grasped by questionnaire, the causes of the problem are analyzed, and the economic phenomenon of the queuing problem is analyzed in order to provide a good foundation for the design of the optimized scheme. Secondly, through the questionnaire, we find out the two most important problems (ticket queuing system and visitor flow control system), and optimize them respectively. The optimization of ticket queuing system is based on the observation data of two different periods in 2012. The queuing optimization should begin with queue, analyze the system condition of peak and off-peak period caused by tourists' demand, optimize it economically, and get the ticket window setting of park from the result of optimization. Human resource management needs to be improved, and the related optimization countermeasures are put forward from three aspects: tourists, staff and park. At the same time, we also need to improve the queuing system in the park. In the peak season, we should expand the ticket purchasing channels, arrange the opening hours of the projects reasonably, introduce the QuickPass system to divert tourists, and adopt innovative publicity in the off-season. Reasonable arrangement of project opening time can not only improve the satisfaction of tourists, but also reduce the operating cost of the park to a certain extent, thus improving the quality of queuing service, increasing the economic benefits of the park, and realizing the sustainable development of the park.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F592.7

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